Table of contents
Service representatives, job control, and white‐collar blues
Philip E. VarcaTelephone service representatives in a communications company took part in a study investigating perceived job control and work strain. The representatives worked in a controlled…
1361
The effect of price bundling on consumer perceptions of value
Gillian Naylor, Kimberly E. FrankExamines the importance of delivering an all‐inclusive price bundle to consumers. A longitudinal study is conducted to test the role of expectations of both price and other costs…
7747
Designing service guarantees – is full satisfaction the best you can guarantee?
Jochen Wirtz, Doreen KumIntroduces a new guarantee type termed “combined guarantee”, which combines the wide scope of the full satisfaction guarantee with the specific performance standards of the…
3112
Attributions of service switching: a study of consumers’ and providers’ perceptions of child‐care service delivery
Debra Grace, Aron O’CassThe quality of service delivery and maintenance of service performance relationships potentially depend on the extent to which service providers and service receivers share…
3044
ISSN:
0887-6045e-ISSN:
2054-1651ISSN-L:
0887-6045Online date, start – end:
1987Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Professor Kristina Heinonen
- Professor Mark Rosenbaum